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旅游行业400电话使用解决方案

来源:http://www.jnsll.com 发布时间:2020-09-04 14:09:40 浏览次数:

1、自动语音应答
1. Automatic voice response
为客户提供灵活的交互式语音应答服务,其中包括:语音导航、资讯查询、信息定制、语音留言、转接人工座席等。这里以客户自助式服务为主,完全可以根据语音提示进行相应的操作,从而得到自己需要的相关信息,使原来需要座席员解答的一些信息,直接在IVR中完成,在一定程度上减轻了转人工操作的工作量。
To provide customers with flexible interactive voice response services, including: voice navigation, information query, information customization, voice message, transfer to artificial seats, etc. This is mainly based on customer self-service, which can be operated according to the voice prompt, so as to get the relevant information that you need, so that some information that needs to be answered by the agent can be completed directly in IVR, which can reduce the workload of transferring to manual operation to a certain extent.
2、人工座席接听
2. Manual agent answer
当客户无法通过自动语音取得相关信息,需要与工作人员直接沟通的时候,可以通过转接人工座席将话路或者语音留言与座席人员接通。在座席方,可以通过登录的方式来受理客户发起的请求,并进行相应的处理。对于座席员,可以分为普通座席员和座席监督两种类型,普通座席可以进行示忙、示闲、呼叫保持、呼叫转移、三方通话、呼出、挂断的操作。
When customers can not get relevant information through automatic voice and need to communicate with staff directly, they can connect the voice path or voice message with the agent by transferring the manual agent. In the agent side, the request initiated by the customer can be accepted and processed by logging in. For the agent, it can be divided into two types: ordinary agent and agent supervision. The ordinary agent can perform the operations of showing busy, showing idle, calling holding, calling transfer, three-party call, calling out and hanging up.
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3、技能路由策略分组
3. Skill routing policy grouping
对于业务信息相对繁杂的旅游企业,用户咨询的信息所涉及的内容也更加广泛,并且更加深入。在这样的前提下,不能要求座席员对所有的业务请求都作出完整、深入的解答,对于某一方面,或者某一业务领域的问题,可以交由对这一方面比较擅长,领悟比较深刻的一组座席人员来进行解答。在旅游呼叫中心系统中可以灵活的进行座席技能分组,动态的针对不同需求的客户分配最为合适的座席员,这样任何专业性比较强的问题,都可以及时的给用户一个比较满意的答复。
For tourism enterprises with relatively complex business information, the content of user consultation information is also more extensive and more in-depth. Under such a premise, the agent can not be required to give a complete and in-depth answer to all business requests. For a certain aspect or a certain business area, a group of agents who are better at this aspect and have a deeper understanding of it can be asked to answer. In the tourism call center system, we can flexibly group the agent skills and dynamically assign the most appropriate agent to the customers with different needs. In this way, any more professional problems can be timely given a more satisfactory answer to the user.
4、电话全程录音
4. Telephone recording
呼叫中心系统对于用户与座席的通话进行全程录音,并保存录音文件,以方便日后对其进行查询,达到回顾通话信息和考核座席的目的。
The call center system records the whole conversation between the user and the agent, and saves the recording file, so as to facilitate the inquiry in the future, so as to review the call information and assess the agent.
5、自动呼叫、回访
5. Automatic call and return visit
在呼叫中心系统中,可以进行主动呼叫,或者根据预先设置自动呼叫用户的电话,并在接通后播放预先录制的语音。
In the call center system, you can make an active call or call the user's phone automatically according to the preset settings, and play the pre recorded voice after connecting.
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6、实现客户信息关联
6. Realize customer information association
目前,呼叫中心系统提供多种与其他系统交互的接口,在这里可以与旅游企业的CRM(客户关系管理)系统进行关联,达到客户信息共享的目的,同时派生出新的业务功能。
At present, the call center system provides a variety of interfaces to interact with other systems, where it can be associated with the CRM (Customer Relationship Management) system of tourism enterprises to achieve the purpose of customer information sharing and derive new business functions.
当用户转接人工座席的时候,系统会根据电话号码确认用户身份,并显示该用户个人信息及服务历史信息,使得咨询、服务申请过程更加快捷、方便。
When the user transfers to the manual agent, the system will confirm the user's identity according to the phone number, and display the user's personal information and service history information, which makes the consultation and service application process faster and more convenient.
7、与第三方系统结合
7. Integration with third party systems
为了使呼叫中心更好的融入旅游机构的各项业务功能中,我们提供灵活的第三方系统接口,可以很方便的与旅游机构的CRM等系统进行挂接,这样,旅游呼叫中心就与其他业务系统紧密结合在一起,大大扩展了呼叫中心的业务范围,同时也为用户提供了更多的服务方式。
In order to make the call center better integrated into the various business functions of tourism institutions, we provide flexible third-party system interface, which can be easily connected with the CRM system of tourism institutions. In this way, the tourism call center is closely integrated with other business systems, greatly expanding the business scope of the call center, and providing more service providers for users In this paper.
8、VIP服务
8. VIP service
建立VIP客户档案,提供优先服务。当VIP客户接入旅游机构呼叫中心时,可以享受级别较高的优先服务,如指定专人、优先排队、优先提供服务等等;此外,对VIP客户进行详细信息记录,包括客户兴趣爱好、旅游类别的倾向、旅游记录等等,以便对VIP客户进行定制服务。
Establish VIP customer profile and provide priority service. When VIP customers access to the call center of tourism agencies, they can enjoy higher level priority services, such as appointing special personnel, giving priority to queuing and providing services; in addition, detailed information records of VIP customers, including customers' interests and hobbies, tourism category tendency, travel records, etc., are recorded to facilitate customized services for VIP customers.
9、信息整理分析、提供决策支持
9. Information analysis and decision support
呼叫中心平台可以记录所有的呼叫信息,并呼叫中心使用情况的各项指标进行统计,统计可分为按时间段、按日、按月、按季度、按年等各种统计时间,最终生成各项报表,为企业发展决策提供支持。
The call center platform can record all call information and make statistics on various indicators of call center usage. The statistics can be divided into time period, day, month, quarter, year and other statistical time, and finally generate various reports to provide support for enterprise development decision-making.

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